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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Success Plan Creation	25%	- Stakeholder engagement and alignment - Customer journey mapping - Success planning and goal setting
Topic 2: Customer Success Management	20%	- Continuous value orchestration - Usage data interpretation and analysis - Customer engagement and relationship building
Topic 3: Customer Success Industry Knowledge	15%	- Value realization and business outcomes - Customer Success trends and market dynamics - Customer lifecycle management
Topic 4: Barrier Management	25%	- Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies
Topic 5: Renewals and Expansion	15%	- Renewal strategies and processes - Identifying expansion opportunities - Driving customer loyalty and growth

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Cisco Customer Success Manager Sample Questions (Q93-Q98):

NEW QUESTION # 93
How does the Customer Success Manager identify the product and solutions purchased by a customer?

A. Check sales for the customer pipeline to record products and solutions
B. Baseline products and solutions with the account team
C. Tour facility with the customer to catalog products and solutions
D. Review statement of work to archive products and solutions mentioned

Answer: B

Explanation:
A Customer Success Manager (CSM) identifies the products and solutions purchased by a customer by baselining them with the account team. This involves reviewing the account history, understanding the customer's current product usage, and aligning with the sales and account team to ensure a comprehensive understanding of the customer's portfolio1.

NEW QUESTION # 94
Refer to the exhibit.

What does this health score indicate?

A. The customer is unlikely to advocate for this product.
B. The customer needs to consume more of this product.
C. The customer needs to purchase more licenses.
D. The customer is unlikely to renew this license.

Answer: A

NEW QUESTION # 95
Which scenario represents a use case expand opportunity?

A. endpoint security solution extended to cover data center servers in addition to laptops
B. supplementary training sessions are organized on existing features
C. solution management team adds headcount
D. usage KPIs are on target entering the fourth quarter

Answer: A

NEW QUESTION # 96
Which task drives advocacy with customer stakeholders?

A. creating a Customer Success Plan
B. creating a stakeholder map
C. creating technical documentation
D. creating a success story

Answer: D

NEW QUESTION # 97
What are two barriers of adoption in an organization? (Choose two.)

A. implementation issues
B. hiring practices
C. lack of knowledge on solution
D. new product sales motion
E. organizational announcements

Answer: A,C

NEW QUESTION # 98
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